Page 56 - 100 Great Business Ideas: From Leading Companies Around the World (100 Great Ideas)

VOIIISCII in til)niellnll else's shoes for ..amph.,
4•tomerl may give you totally new insights into a situa-
tion. It may allow you to solve potential problems before
they become real ones. Imagine that you are someone else

in the problem situation. Describe the problem from
that person's perspective. Nov solve it from that
perspective. What new insights did you gain?

12/8. SUGGESTION PROGRAMS

From the standpoint of the organization, the sug-
gestion program offers a tremendous opportu-
nity to learn about the existence of problems and
to obtain some solutions. But such programs must
be implemented effectively. Japanese firms have

really good suggestion programs. Some
U.S. firms, such as Lockheed, also have
good programs. The Japanese take their
programs seriously. Akio Morita,
co-founder of Sony, comments on his
firm's suggestion programs, "We insist
that all our employees contribute their
thoughts and ideas, not just their manual effort. We get an
average of eight suggestions a year from each employee. We
take most of these ideas seriously."

13/9. WORKOUTS AND OTHER GROUP

APPROACHES

GE has developed a process known as the workout. Work-
outs involve a three-day retreat in which managers and their
subordinates gather to solve problems experienced by the
work unit. It is a highly participative effort with a unique
twist. Subordinates suggest the causes of the problems and
recommend solutions. On the third day these are presented
to their manager, whose superior manager is also in atten-
dance sitting behind his or her subordinate but facing the
employees. The workout manager must choose among three
responses to subordinates' recommendations: Yes, no, or let's
examine it and make a decision by a specific date. Deferrals
are discouraged." The workout manager must make a deci-
sion about employee suggestions without knowing what his
or her boss's reactions are because of how the two managers

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